> ## Documentation Index
> Fetch the complete documentation index at: https://docs.verbex.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Transfer Tool

> Enable seamless call transfers between AI assistants and human agents

<Note>
  **What you'll learn**

  * How to configure call transfers
  * When to use call transfers
  * Best practices for handling transfers
</Note>

# Overview

The Call Transfer tool enables smooth transition of calls between AI assistants and human agents. This ensures complex situations are handled appropriately while maintaining professional customer service.

# Key Benefits

* Seamless transition between AI and human agents
* Clear transfer conditions
* Maintain context during handovers
* Professional customer experience

# Configuration Guide

<img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd_mmoNxEAi5o6YWkWPL0yKKYOz6kUf3htBRoTOEEgDptDITp3RMD_cwgpiAXSaRp1bHbcalX89YgUN9qeWzxoG0ezH8yIMmwlt0pDnQ8VA3OyEDgrRFPqT6qwWAzLQLOajbB8fmQ?key=rpTrZnPzJaaJiTfIBeu_Qqzn" alt="Call Transfer Configuration" height="233" width="508" />

## Required Fields

### 1. Description

* **Purpose**: Define conditions when the call should be transferred
* **Content**: Specify scenarios such as:
  * Customer requests or keywords that trigger transfer
  * Specific issues requiring human assistance
  * Escalation conditions
* **Examples**:

  ```
  Transfer the call when:
  - Customer explicitly asks to speak with a human agent
  - Customer mentions "complaint" or "supervisor"
  - Technical issues involve server configuration
  - Customer needs to discuss billing disputes
  ```

### 2. Transfer To

* **What**: Destination phone number for the transfer
* **Format**: International format with country code (e.g., +1234567890)
* **Example**: +18005551234
* **Important**: Double-check number accuracy to ensure successful routing

### 3. Transfer Type

Currently supports Cold Transfer only:

#### Cold Transfer

* **What**: Immediate, direct handover
* **Process**: Call is transferred immediately to the specified number
* **Best for**:
  * Direct routing to human agents
  * Simple transfers
  * High volume scenarios

<Note>
  **Coming Soon**: Warm Transfer feature will enable contextual handovers where the receiving agent gets briefed before connecting with the caller.
</Note>

### 4. Show Transferee's Number

* **What**: Toggle to show/hide caller's phone number
* **Use cases**:
  * Enable for callback requirements
  * Enable for call tracking
  * Enable for record keeping
* **Privacy**: Consider regulatory requirements when enabling

# Examples of the Description Field

Here are examples of transfer conditions you can specify in the description:

## 1. Customer Service Escalation

```
Transfer when customer:
- Asks to speak with a supervisor
- Uses phrases like "manager" or "supervisor"
- Expresses strong dissatisfaction
- Mentions filing a complaint
```

## 2. Technical Support

```
Transfer when conversation involves:
- Enterprise-level technical issues
- Server configuration
- API integration problems
- Security-related concerns
```

## 3. Billing and Account

```
Transfer when customer needs to:
- Dispute charges
- Request refunds
- Discuss payment plans
- Handle account termination
```

## 4. Emergency or Urgent Issues

```
Transfer immediately when:
- Customer reports service outage
- Security breach is mentioned
- Time-critical issues are reported
```

<Note>
  **Important Considerations**

  * Always verify transfer numbers
  * Keep transfer conditions clear and specific
  * Monitor transfer patterns to refine conditions
  * Regularly update transfer scenarios based on customer needs
</Note>

# Troubleshooting

Common issues and solutions:

1. **Failed Transfers**
   * Verify phone number format
   * Check destination availability
   * Confirm network connectivity
2. **Unwanted Transfers**
   * Review and refine transfer conditions mentioned in the description field
   * Make trigger phrases more specific
   * Monitor and adjust based on patterns

<Warning>
  Always test transfer configurations in a controlled environment before using in production.
</Warning>

Find out more about call transfer events in [Verbex Webhook Implementation Guide](https://docs.verbex.ai/webhook)